New Hire Review

1234567891011121314151617181920212223242526272829
Across
  1. 3. If your customer is employed through Walmart, what program could we consider for our customer to save them money?
  2. 4. The first At Your Service commitment is the be the _____.
  3. 5. Which tier of our Unlimited Your Way plan includes usage in 20 additional countries aside from the US, Mexico, and Canada?
  4. 7. What do we call the portion of the call where we advise the customer we will be asking questions to find them the best promos/savings/offers?
  5. 11. Where can we access a virtual simulation of a customer's device type?
  6. 12. What feature do we offer customers who are travelling internationally to a covered country?
  7. 16. We use ____ for any troubleshooting call.
  8. 17. CPNI stands for Customer ____ ____ Information.
  9. 18. The type of home internet service that uses glass to move data at the speed of light is called _____.
  10. 19. A good offer should always include the price, product, and the _______.
  11. 22. One example of how we can offer ______, is to take extra time or effort to research an issue or explain things to the customer.
  12. 23. One way to show the customer that we are here for them, is to make sure that we actively ______.
  13. 24. If a customer wants to use their AT&T phone with a new carrier, they will have to first _____ their device.
  14. 26. To rapidly build a quote for a customer, you can access ____ ____ from MST.
  15. 27. What is the tool we use to make changes to a customer's plan, add lines to an account, or process adjustments??
  16. 28. What is the name of the insurance features we offer customers to protect their connected devices?
Down
  1. 1. The customer's 14 day return period is commonly referred to as BRE, which stands for ______ _____ exchange?
  2. 2. During the greeting portion of the call, we should _____ with the customer after acknowledging their issue.
  3. 6. What knowledge article has info on all of our current equipment promotions and discount information?
  4. 8. What is the acronym we can use to help come up with questions that spark conversation and uncover needs?
  5. 9. A Transfer of _____ ______ is when we move a number from one AT&T account to another one under a different account holder.
  6. 10. What feature allows customer to trade in their phone once it's paid up to 50% and do an early upgrade?
  7. 13. Another AYS commitment; we should avoid stuff like jargon by keeping things _____.
  8. 14. We use ________ to get help when we aren't sure what our next steps would be.
  9. 15. If our customer is active military, a veteran, a nurse/doctor, a teacher, or a first responder, they can potentially qualify for one of our ______ ______.
  10. 20. To protect our customers, we use ______ to mask payment info when we are in a WFH role
  11. 21. Unverified callers must verify the number/account they're calling about, the account holder's name, and the account ______.
  12. 25. We pull up all of our tools using the ____ ____.
  13. 29. Every ____ seconds, we need to check back with the customer when we have them on a hold with music.